Abstract

This paper has covered the operational issues related to e-banking as well as customer’s perception on usage of e-
banking a case study of Askari Bank, Pakistan. 40 staff members and four customers are selected as sample for this
study. Both qualitative and quantitative methods are used to present the results. Descriptive statistics is applied to
describe the demographic variables while for operational problems correlation was used. Finally, the cross-case
analysis present customers’ perception about e-banking practices. Analysis shows that customers are not ready to
adopt new technology that is why their satisfaction level with e-banking is low. Internet speed and government
policies are not supportive for e-banking in Pakistan. Due to lack of trust on technology and low computer literacy
rate, customers hesitate to adopt new technology. The paper recommended that in order to promote IT culture in
Pakistan, government has to reduce the internet rate, and promote the benefits of e-banking on media so that more
users will embark on e-banking services. TAM model was used to judge the perception of customers to accept or
reject technology.

This paper has covered the operational issues related to e-banking as well as customer’s perception on usage
of e-banking a case study of Askari Bank, Pakistan. 40 staff members and four customers are selected as
sample for this study. Both qualitative and quantitative methods are used to present the results. Descriptive
statistics is applied to describe the demographic variables while for operational problems correlation was used.
Finally cross case analysis present customers’ perception about e-banking practices. Analysis shows that
customer is not ready to adopt new technology that why their satisfaction level with e-banking is low. Internet
speed and government policies are not supportive for e-banking in Pakistan. Due to lack of trust on technology
and low computer literacy rate, customer hesitates to adopt new technology.: In order to promote IT culture in
Pakistan, government has to reduce the internet rate. to promote the benefits of e-banking on media so that
more user gets facilitated from e-banking services.